Manager, Servicing Customer Support

About the Role

As the Manager of Servicing Customer Support at GoodLeap, you will oversee our Customer Service operations. You will manage both our outsourced team and internal staff, ensuring we provide excellent service while meeting all regulatory and operational standards.

What You'll Do

• Oversee daily operations of outsourced Customer Service (Genpact), ensuring all team members meet service level agreements, quality standards, and productivity metrics.
• Manage internal Customer Service operations to ensure accuracy, efficiency, and compliance with company policies.
• Handle all executive-level customer escalations, leading resolution efforts, performing root cause analysis, and communicating effectively with executives.
• Act as the main contact between Servicing and Legal for complex customer matters, ensuring thorough documentation and compliance with regulations.
• Manage Customer Service performance reporting, defining key performance indicators, monitoring dashboards, and translating insights into operational improvements.

What We're Looking For

• At least 5 years of experience in customer service or operations, with a minimum of 3 years in a leadership role.
• Strong skills in using MS Office and other computer functions.
• Experience managing outsourced or BPO partners is preferred.
• Proven ability to lead and develop frontline teams.
• Strong analytical skills with experience in managing KPIs like SLA, CSAT, and quality, using data to drive improvements.
• Excellent verbal and written communication skills, with the ability to influence at all levels.
• Strong problem-solving and critical thinking abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience leading cross-functional initiatives and driving process improvements.
• Ability to motivate and manage teams across different locations.
• Knowledge of collection industry regulations is a plus.
• Strong leadership skills to inspire team success.
• Goal-oriented with excellent project management skills.
• Ability to meet deadlines and manage multiple requests effectively.
• Strong evaluation skills to assess information from various sources and understand user needs.

What We Offer

Compensation: $70,000 - $85,000 annually

Additional Information Regarding Job Duties:
This job description outlines the general nature and level of work expected. It is not an exhaustive list of all responsibilities. GoodLeap reserves the right to change job responsibilities as needed. We provide reasonable accommodations for known disabilities to enable qualified applicants to perform essential job functions.

If you are a dedicated professional who thrives in a collaborative environment, we want to hear from you! Apply today!